Germany – Communication software package – Beschaffung, Implementierung und Betrieb eines sprachgestützten Chat-Avatars einschließlich einer KI-gestützten Chatbot-Lösung

The State Capital of Wiesbaden (also referred to as the Contracting Authority (AG)) intends to further enhance its service quality, particularly at heavily frequented points of contact such as the Town Hall, the Citizens' Office, a health kiosk, or a tourist information centre, and to provide citizens with a modern, low-threshold, and barrier-free access to information and services. As part of this initiative, an interactive, voice-enabled chat avatar based on a chatbot solution will be introduced, which will be operated on-site via suitable hardware. The aim is to enable digitally distant users to interact intuitively via voice, to automatically answer routine inquiries, and thereby to significantly relieve both citizens and staff in the citizen service. The chat avatar will be developed as an additional communication channel for external citizen communication. An open and interoperable interface architecture is to be provided, which enables the integration of both existing and future chatbot technologies of the State Capital of Wiesbaden. Furthermore, the State Capital of Wiesbaden aims to provide a DSGVO-compliant and secure AI-based dialogue system. The system must comply with the applicable IT security standards of the BSI. The processing of personal data, in particular of citizens, is to be largely avoided. The processing is to be limited to the extent necessary for the respective functionality and to be implemented using recognised data protection principles, in particular Privacy by Design and Privacy by Default. Personal data may only be processed for specific purposes. It must be protected from unauthorised access and, in particular, must not be used for AI training.